IST OmniCloud offers connected customer experience
IST OmniCloud and IST Sentiment Analysis solutions allow enterprises to digitise the customer journey
IST has unveiled a cloud-based digital customer experience platform to help Middle East organisations enhance the customer journey.
The launch of IST OmniCloud and IST Sentiment Analysis are available as independent solutions or as an integrated platform enabling enterprises to build a comprehensively integrated customer experience across web, email and social channels. This aims to gain customer intelligence allowing organisations to reduce costs, acquire more customers, expand business into new markets and improve customer retention.
The OmniCloud, powered by Genesys, connects an organisation's digital channels together in ONE Agent Desktop, using ONE reporting engine, with ONE unified view of the customer interactions and utilising ONE routing engine to allow powerful, effective management of all digital customer interactions.
The IST Sentiment Analysis allows businesses the chance to listen to customer conversations in English and Arabic. It can automatically decipher whether customers' comments are positive, negative or neutral, plus flag any sales opportunities.
Sherif Fahmy, marketing manager at IST said: "The Digital Customer Journey is now more important than ever-people expect to have digital frictionless interactions, whether it is with their family and friends or with their bank and telco. The voice channel in contact centers has become a commodity and in our view, for enterprises in the region looking to gain a competitive advantage, offering their customers a seamlessly connected customer experience across all digital channels is the differentiating factor."
"We believe that the launch of IST OmniCloud and IST Sentiment Analysis with several industry-first features, is a game changer and will afford enterprises the opportunity to digitise the customer journey, provide a connected customer experience, positively affect customer outcomes, and ultimately grow their business," concluded Fahmy.